A Model to Analyze the Mobile e-banking Application Quality Factors impact on Consumers' e-Loyalty: Mediating Role of e-Satisfaction
Technology has transformed the banking industry. The banking sector has adopted digital ways to provide the best service to consumers to increase loyalty. The current study examines the influence of e-banking mobile application quality factors comprising reliability, application design, and trust on...
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| Format: | Article |
| Language: | English |
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International Research Alliance for Sustainable Development - iRASD
2021-09-01
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| Series: | iRASD Journal of Management |
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| Online Access: | https://www.journals.internationalrasd.org/index.php/jom/article/view/267 |
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| author | Atif Ali Gill Muhammad Hasnain Ali Maria Aslam Muhammad Hasnain Amjad |
| author_facet | Atif Ali Gill Muhammad Hasnain Ali Maria Aslam Muhammad Hasnain Amjad |
| author_sort | Atif Ali Gill |
| collection | DOAJ |
| description | Technology has transformed the banking industry. The banking sector has adopted digital ways to provide the best service to consumers to increase loyalty. The current study examines the influence of e-banking mobile application quality factors comprising reliability, application design, and trust on consumers' e-loyalty in Pakistan's private banking sector. Furthermore, the mediating role of e-satisfaction examined between the relationship of e-banking mobile application's quality factors and consumers' e-loyalty. The data were collected through 218 consumers of private banks in Pakistan using convenience sampling. The questionnaire was adopted through literature. The statistical tool Smart PLS 3.2.8 has been utilized to do partial least square structural equation modeling (PLS-SEM). The reliability and trust have significantly influenced e-loyalty in findings, while mobile application design reveals an insignificant effect on e-loyalty. The study contributed to the existing literature on e-banking by using cognitive-motivational-relational theory through mediating role of e-satisfaction. The present research anticipated offering guidelines to improve customer satisfaction and consumer loyalty in developing countries' private banking sectors.
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| format | Article |
| id | doaj-art-5a1c56c2292d4b499a0b1ea42045a6ce |
| institution | Kabale University |
| issn | 2709-8443 2709-8451 |
| language | English |
| publishDate | 2021-09-01 |
| publisher | International Research Alliance for Sustainable Development - iRASD |
| record_format | Article |
| series | iRASD Journal of Management |
| spelling | doaj-art-5a1c56c2292d4b499a0b1ea42045a6ce2024-11-26T13:21:41ZengInternational Research Alliance for Sustainable Development - iRASDiRASD Journal of Management2709-84432709-84512021-09-013210.52131/jom.2021.0302.0033A Model to Analyze the Mobile e-banking Application Quality Factors impact on Consumers' e-Loyalty: Mediating Role of e-SatisfactionAtif Ali Gill0Muhammad Hasnain Ali1Maria Aslam2Muhammad Hasnain Amjad3University of Sahiwal, Pakistan.University of Sahiwal, PakistanGovernment College University Faisalabad (Sahiwal Campus), PakistanUniversity of Sahiwal, Pakistan.Technology has transformed the banking industry. The banking sector has adopted digital ways to provide the best service to consumers to increase loyalty. The current study examines the influence of e-banking mobile application quality factors comprising reliability, application design, and trust on consumers' e-loyalty in Pakistan's private banking sector. Furthermore, the mediating role of e-satisfaction examined between the relationship of e-banking mobile application's quality factors and consumers' e-loyalty. The data were collected through 218 consumers of private banks in Pakistan using convenience sampling. The questionnaire was adopted through literature. The statistical tool Smart PLS 3.2.8 has been utilized to do partial least square structural equation modeling (PLS-SEM). The reliability and trust have significantly influenced e-loyalty in findings, while mobile application design reveals an insignificant effect on e-loyalty. The study contributed to the existing literature on e-banking by using cognitive-motivational-relational theory through mediating role of e-satisfaction. The present research anticipated offering guidelines to improve customer satisfaction and consumer loyalty in developing countries' private banking sectors. https://www.journals.internationalrasd.org/index.php/jom/article/view/267ReliabilityMobile e-banking application designTrustE-satisfactionE-loyaltyCognitive-motivational-relational (CMR) theory |
| spellingShingle | Atif Ali Gill Muhammad Hasnain Ali Maria Aslam Muhammad Hasnain Amjad A Model to Analyze the Mobile e-banking Application Quality Factors impact on Consumers' e-Loyalty: Mediating Role of e-Satisfaction iRASD Journal of Management Reliability Mobile e-banking application design Trust E-satisfaction E-loyalty Cognitive-motivational-relational (CMR) theory |
| title | A Model to Analyze the Mobile e-banking Application Quality Factors impact on Consumers' e-Loyalty: Mediating Role of e-Satisfaction |
| title_full | A Model to Analyze the Mobile e-banking Application Quality Factors impact on Consumers' e-Loyalty: Mediating Role of e-Satisfaction |
| title_fullStr | A Model to Analyze the Mobile e-banking Application Quality Factors impact on Consumers' e-Loyalty: Mediating Role of e-Satisfaction |
| title_full_unstemmed | A Model to Analyze the Mobile e-banking Application Quality Factors impact on Consumers' e-Loyalty: Mediating Role of e-Satisfaction |
| title_short | A Model to Analyze the Mobile e-banking Application Quality Factors impact on Consumers' e-Loyalty: Mediating Role of e-Satisfaction |
| title_sort | model to analyze the mobile e banking application quality factors impact on consumers e loyalty mediating role of e satisfaction |
| topic | Reliability Mobile e-banking application design Trust E-satisfaction E-loyalty Cognitive-motivational-relational (CMR) theory |
| url | https://www.journals.internationalrasd.org/index.php/jom/article/view/267 |
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